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Customer Response Transformation (CRT) Project

Customer Response Transformation (CRT)

The Stanford Customer Response Transformation (CRT) project was initiated by Stanford Hospital and Clinics (SHC) to formulate a strategy to deliver improved phone service to SHC customers (patients and referring physicians) and to create more efficient operations for inquiry and phone management in the Ambulatory Care Clinic setting. The CRT is a collaborative effort between the SHC Information Technology Department, Ambulatory Care Clinics, and IT Services.

During the assessment phase of the CRT, SHC engaged Accenture to review the technology infrastructure and identify both short-term and long-term recommendations for improvement. Two of the key areas which IT Services is assisting SHC with include an upgrade to the ACD system, and the implementation of a Unified Messaging platform.

ACD Upgrade

The existing Nortel ACD was integrated with the CS2100 call processing engine and put into production in 1993. This ACD system is now significantly outdated and lacks functionality in current client-server ACD applications. Current generation ACD systems provide the additional functionality that was identified in the CRT, such as:

  • Skills-based routing
  • Dynamic routing based on system-state parameters
  • Improved messaging capability
  • Improved real-time and historical reporting capability

This project will identify, procure, and implement an ACD platform which the SHC can then utilize to meet CRT objectives. This system will also support University clients who wish to take advantage of improved ACD routing and reporting capabilities.

Unified Messaging Platform

The current OCTEL Voice Messaging system provides voice messaging services for 13,000 faculty, staff and students. Installed and in use since 1986, the system is currently being retired from support by the vendor (Avaya), with end-of-life scheduled for 2010. As such we have a unique opportunity to:

  • Clearly define both the short-term and long-term technical and end-user requirements
  • Identify a suitable replacement product
  • Plan and implement a phased deployment that will have minimal impact on users

This project presents both challenges and opportunities—the messaging industry is undergoing rapid transformation and evolution—simple voicemail systems are now deprecated technologies with minimal shelf life. In state-of-the-art messaging technology, voice messaging is only one component in a suite of messaging applications. One challenge common in emerging technologies is that of emerging and competing protocols—which will become the industry standards? One KEY criteria for the final product selection is a product that broadly supports the identified architectural frame work (SIP, IMAP, Exchange), NOT a vendor specific, proprietary protocol. This will create the broad-based architectural framework necessary for the integration of additional applications and services over time.

The Unified Messaging project team will select and pilot a number of viable platforms, in order to give IT Services the adequate framework and knowledge with which to select a platform for implementation. The objective of the project for FY'07 is to issue an RFP for product implementation scheduled in FY'08.

Project Status & Milestones

  • CRT Project Status: Green
    CRT (Phase II) Milestones:
    Target Date
    Implement short-term ACD changes
    March 2007
    Implement short-term ECP changes
    May 2007
    Select Knowledgebase(KB) Platform
    January 2007
    Build KB Content
    April 2007
    Train Clinic staff on KB
    April 2007
    Standardize Clinic Metrics (Dashboard)
    June 2007

  • ACD Project Status: Yellow
    ACD Milestones: 
    Milestone Target Date
    Issue RFP
    Nov. 3, 2006
    Vendor  Proposals Due
    Jan. 5, 2007
    Vendor Selection
    Feb. 9, 2007
    Installation Start Date
    Apr. 1, 2007
    First Pilot Go-Live
    July 17, 2007
    Pilot #2 Launch
    July 24, 2007
    Pilot #3 launch
    August 7, 2007
    Limited Availability
    Sep 1, 2007

    Service Readiness
    Feb. 1, 2008

  • Unified Messaging Project Status: Green
    UM Milestones: 
    Milestone Target Date
    Planning & Project Kick-off
    November 2006
    AVST Pilot
    Nov-Dec 2006
    IPUnity Pilot
    Jan-Feb 2007
    Avaya Pilot
    Mar-June 2007
    Nortel Pilot
    July-September 2007
    RFP Development
    June-Aug 2007
    Issue RFP
    August 2007

Last modified:Tuesday, 31-Jul-2007 10:00:40 AM
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